Experienced Customer Success Manager for Enterprise Software Solutions - Remote US or Hybrid in Atlanta, GA, Driving Business Growth and Customer Satisfaction through Strategic Account Management and Master Data Management Expertise

Introduction to arenaflex arenaflex exists to empower the possibilities of the data-enabled future. In a world where data drives decisions, opportunity, and innovation, the importance of trusted data simply cannot be overstated. As a growing top-tier partner focused on data management solutions, particularly in the area of Master Data Management, arenaflex is committed to delivering exceptional customer experiences and driving business growth through its innovative solutions. Job Overview Reporting to our Vice President of Customer Success, the Customer Success Manager will be responsible for helping existing customers maximize their usage of arenaflex's Master Data Management (MDM) Platform, resulting in customer retention, expanded deployments, and enthusiastic customers who will readily promote arenaflex. This role will manage approximately 50-60 enterprise software accounts across different customer segments, industries, and deployment models, ensuring that customers realize tangible business value from their partnership with arenaflex. Key Responsibilities Work across arenaflex teams, functions, and value-added resellers (VARs) to ensure that new and existing customers are leveraging arenaflex's MDM Platform to deliver business value, including increased revenue, decreased cost, or decreased risk. Engage with day-1 customers as the advocate to ensure that project planning, kick-off, requirements documentation, implementation, and go-live remain on track, and alert leadership to potential risks or delays. Ensure existing customers are optimally utilizing the arenaflex platform to realize maximum benefit from their partnership, leveraging support, professional services, partners, and other leadership as needed. Manage business-critical escalations, serving as the quarterback to bring in the right resources to assess situations, develop mitigation plans, and ensure plan execution to resolve customer issues. Proactively identify and mitigate risk by understanding the implementation/adoption status and solution significance within assigned accounts, leveraging cross-functional teams to help struggling customers realize their data management goals. Performance Objectives The Customer Success Manager will be responsible for achieving the following objectives: Platform Adoption: Ensure that customers are leveraging arenaflex's MDM Platform to deliver tangible business value, working across teams and functions to ensure successful project planning, implementation, and go-live. Retention & Renewals: Exceed 95% gross retention of annual recurring revenue that is up for renewal, managing business-critical escalations and proactively identifying and mitigating risk to ensure customer satisfaction and retention. Customer Satisfaction: Create enthusiastic customers who will readily promote arenaflex, becoming the trusted advisor to guide customers in achieving business outcomes that matter to their organization, and enabling key stakeholders and executive sponsors to become "Data Heroes" within their own organization. Expansion: Identify additional use cases for the arenaflex platform, resulting in platform expansion or conversion to SaaS, understanding use cases and value drivers across industries and leveraging documented customer results and case studies to promote additional arenaflex use cases among assigned accounts. Performance Goals Within the first 30 days, the Customer Success Manager will: Understand the solutions and value arenaflex delivers, including account segmentation and corresponding engagement motions. Familiarize themselves with 10 existing customer case studies and sit in on six customer demonstrations. Develop a prioritized existing account engagement plan based on customer segment. Within the first 90 days, the Customer Success Manager will: Activate the account engagement plan, engaging with 100% of strategic accounts, 90% of develop accounts, and 50% of sustain accounts. Establish a cadence with existing customers based on segmentation, understanding and documenting current utilization of arenaflex within each existing customer. Map out key arenaflex stakeholders within each customer account and document in Salesforce. Competencies and Qualifications The ideal candidate will have: Minimum five years of customer success experience with enterprise software, ideally SaaS in the IT sector. Demonstrated experience in delivering customer success to enterprise software customers, managing 20 to 75 high-touch accounts, and providing examples of helping customers navigate through journey and adoption of complex software solutions. Basic understanding of business functions and core IT systems, with experience working with customers across different industries. Motivated and accountable, with a track record of planning, organizing, and delivering results, even in the face of obstacles and competing priorities. Kind, humble, and fun, with a strong desire to work collaboratively with peers and colleagues to achieve common goals. Skills and Competencies The Customer Success Manager will require: Excellent communication, interpersonal, and project management skills. Ability to work in a fast-paced environment, prioritizing multiple tasks and managing competing demands. Strong analytical and problem-solving skills, with the ability to analyze complex data and develop creative solutions. Experience with CRM systems, such as Salesforce, and ability to document customer interactions and activities. Career Growth and Development arenaflex is committed to the growth and development of its employees, offering opportunities for career advancement, professional development, and continuous learning. As a Customer Success Manager, you will have the opportunity to work with a talented team of professionals, develop your skills and expertise, and contribute to the success of arenaflex's customers and the company as a whole. Work Environment and Company Culture arenaflex is a dynamic and innovative company, with a strong focus on customer satisfaction, employee engagement, and community involvement. Our company culture is built on the values of growth mindset, constructive candor, helpfulness, getting stuff done, and having fun. We believe in creating a work environment that is collaborative, supportive, and enjoyable, where employees can thrive and grow professionally and personally. Compensation and Benefits arenaflex offers a competitive compensation and benefits package, including: Salary and bonus structure, with opportunities for growth and advancement. Comprehensive health, dental, and vision insurance, with 100% employer-paid coverage for employee-only coverage. 401k retirement plan with company match, and generous paid time off (PTO) policy. Opportunities for professional development, continuous learning, and career advancement. Conclusion If you are a motivated and experienced customer success professional, with a passion for delivering exceptional customer experiences and driving business growth, we encourage you to apply for this exciting opportunity. As a Customer Success Manager at arenaflex, you will have the chance to work with a talented team of professionals, develop your skills and expertise, and contribute to the success of arenaflex's customers and the company as a whole. Apply now to join our team and start your journey to success! Apply for this job